Service Support Manager - #2179458

Lead Service Excellence. Drive Continuous Improvement. Inspire High-Performing Teams.

We're looking for an experienced Service Support Manager (Operations) to lead and develop our Service Support function, ensuring exceptional service delivery for colleagues, clients, consultants, and ambassadors. This is an exciting opportunity to play a critical leadership role within Operations, driving performance, continuous improvement, and service excellence while supporting regional business growth.

About the Role

As the Service Support Manager, you will lead a team of six, overseeing the day-to-day delivery of VIP Support and Service Support Desk operations. You'll be responsible for ensuring services are delivered accurately, efficiently, and in line with agreed KPIs and SLAs while fostering a culture of accountability, collaboration, and continuous improvement.

You will partner with key stakeholders across the business, providing insightful reporting, identifying service trends, driving process enhancements, and ensuring the support function is aligned with strategic business goals.

What You'll Be Doing

• Lead, coach, and develop a high-performing Service Support team
• Champion service excellence and act as a role model for company values
• Ensure SLA and KPI commitments are consistently achieved
• Manage resource planning to maintain uninterrupted service delivery
• Build and maintain strong relationships with stakeholders across all levels
• Deliver accurate management information and operational reporting
• Identify opportunities for process improvement and operational efficiency
• Act as the senior escalation point for complex service issues
• Drive continuous improvement initiatives through root cause analysis
• Support and lead teams through change while maintaining engagement and performance

What We're Looking For

• Proven people leadership, coaching, and mentoring experience
• Strong stakeholder management and influencing skills
• Excellent communication and relationship-building abilities
• Exceptional organisational, planning, and prioritisation skills
• Analytical mindset with strong reporting and problem-solving capabilities
• Experience managing performance against KPIs and SLAs
• Ability to thrive in a fast-paced, evolving environment
• Passion for continuous improvement and delivering outstanding customer service
• Commitment to collaboration, inclusion, and team development

Why Join Us?

You'll have the opportunity to shape and enhance a critical business function while leading a talented team that makes a real impact across the organisation. This role offers visibility, influence, and the chance to drive meaningful operational improvements in a collaborative and people-focused environment.